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eevert
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Joined: Dec 15, 2007
Posts: 6

PostPosted: Wed Dec 19, 2007 4:22 pm    Post subject: Tech support contact info?? Reply with quote Back to top

I see that the outage is widespread. I lost my service Friday and have yet to regain it.
I'm having a hard time getting in contact with TECH SUPPORT. Does anyone have the e-mail address for tech support? I think that it might be of some use to the mass of customers that are still without service.
So if anyone has info on how to contact tech support to get their issue resolved, then please post the information in response to this topic.

thanks
(321) Central Florida and still waiting...

ps- there is no excuse for losing service for 5+(Wed) days and hearing nothing from Vonage.
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roscopco
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Joined: Nov 08, 2006
Posts: 1326

PostPosted: Wed Dec 19, 2007 4:29 pm    Post subject: Reply with quote Back to top

I thought the problems was over, have you rebooted your adapter? Don't waste your time with the email, you will just get a generic answer back.
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eevert
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PostPosted: Wed Dec 19, 2007 4:34 pm    Post subject: Reply with quote Back to top

Yea I reboot about every 4 hours and still no luck. What do people need to do to get things back on-line.

Another person said Tech Support contacted them to inform the customer that their service in their area had been restored. I was hoping to contact support to receive the same update.
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kdf55
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Joined: Jun 30, 2007
Posts: 373
Location: Highland, IL

PostPosted: Wed Dec 19, 2007 6:43 pm    Post subject: Reply with quote Back to top

http://www.vonage.com/help_contactUs.php?lid=footer_contact

Click either email or call
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whatumean
Vonage Forum Master
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Joined: Apr 09, 2007
Posts: 168

PostPosted: Wed Dec 19, 2007 7:04 pm    Post subject: What Are You Experiencing... Reply with quote Back to top

Are you havings issues getting dialtone? Incoming vs. outgoing calls or both? Dependent on which device you have, do you hear an IVR right when you take the line off hook?
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eevert
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PostPosted: Wed Dec 19, 2007 10:07 pm    Post subject: Reply with quote Back to top

You wrote - Are you havings issues getting dialtone?
I've been getting a recored message that says "vonage device has no connectivity" for 5 days now.

You wrote - Do you hear an IVR right when you take the line off hook?
What the heck is an IVR?

I've reset this thing a million times, I've powered everything down and unpluged the modem and I still cant get a dial tone.

If Vonage has a widespread outage like some are claiming then where is the press release? What is the problem? Has a storm downed power lines? Vonage gets a big black eye for leaving there customers in the dark without service a week before Christmas.

(321) Central Florida and STILL without service.
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whatumean
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Joined: Apr 09, 2007
Posts: 168

PostPosted: Wed Dec 19, 2007 11:44 pm    Post subject: The "Outage" is Over.... Reply with quote Back to top

There were announcements when you log into the web account about the issues. However, they have subsided and most people are back to full service. IVR (Interactive Voice Response) is basically what you heard (not really the interactive part but they are all bunched together) when you picked up the phone. Which Vonage adapter do you have? Also, I assume you have an internet connection but can you reach the Vonage network. Try something like this from your command prompt "tftp tftp.vonage.net get test" and make sure you get a transfer successful. What is your network setup and have you tried plugging the adapter directly to your modem just to see if the device does register?
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eevert
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Joined: Dec 15, 2007
Posts: 6

PostPosted: Thu Dec 20, 2007 1:00 pm    Post subject: Reply with quote Back to top

You wrote - There were announcements when you log into the web account about the issues.
I never noticed any anoucements.
You wrote - Which Vonage adapter do you have?
Motorola VT2142-VD
I have an internet connection and can log-on to my Vonage account.
You want me to - command prompt "tftp tftp.vonage.net get test"
What the heck is that?
My network setup is like this. Cable modem - wireless router - telephone adapter - telephone.
You wrote - have you tried plugging the adapter directly to your modem just to see if the device does register?
I did early on and no luck. I'll try again after I submit this forum reply. I'll let you know if it works.

vhoneless in Central Florida (321)
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eevert
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Joined: Dec 15, 2007
Posts: 6

PostPosted: Thu Dec 20, 2007 2:10 pm    Post subject: Reply with quote Back to top

I plugged the adapter directly into th modem and the phone now works. I now had the manual with install directions in front of me and I re-installed everything according to them. I noticed something right away that didn't make sense to me. I had the cable coming from my router pluged into the phone adapters ethernet port and the manual advises it should have been pluged into the internet port.

I guess when service went down I checked the plugs to see if they were inserted correctly. Thinking that the cable is coming from the wireless router I must have pluged it into the eithernet port of the phone adapter. But there in lies my mistake. It made sense at the time but without service I never picked up on the mistake.

It seems like a simple mistake but certainly was a pain in my *ss. I admit it was my mistake and I should have read the directions better instead of skimming over them.

Thanks for everyones assistance I can now glad;y say

central Florida WITH service!
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plumpkatt1
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Joined: Dec 19, 2007
Posts: 21

PostPosted: Thu Dec 20, 2007 7:45 pm    Post subject: Reply with quote Back to top

Dont you hate it when that happens. I had to help a customer with a DSL issue once.I show up and go to work.The customer takes me to the room and leaves me a sec. I find the DLS modem, so I thought and the power was undone.The customer shows up as I get excited and start connecting the power(the phone wire was in place and ethernet). As I say, I may have found the trouble, he shows me a new DSL modem he already connected. I felt like an idiot.....

I end up rushing and overlooking the obvious......
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